"Disappointing, Sloppy, Frustrating and Not Good..."

About: Ipswich Hospital

What I liked

Friendliness of staff

What could be improved

This was my second wasted appointment. Last time I waited for 2 hours - there is always a long wait. Last time I had my eyes dilated and an hour later the doctor told me they shouldn't have done this as she was unable to do a filed test. I was therefore booked in for a field test today at 0845.

I turned up early - 0825 as had about 10 other people. The clinic opened later than advertised outside (0836 instead of 0830). They couldn't find my notes. I had to wait for my notes to arrive and in the meantime people who had a 9.00am appointment went ahead of me.

When I got to see the staff nurse eventually I was told that the doctor hadn't ticked the right box and I couldn't have the field test done as planned. I therefore had to book again for a field test.

I was told that there problems are due to being short staffed. It seems to me that it is basic lack of efficiency. Other departments in the hospital are very efficient. In the eye dept I always have a long wait as do many other people. It's not good enough. It's sloppy. It's bad customer service and your ineffciences cause you even more work.

Surely there is a manager in charge who should be managing this process more effectively. It gives a bad impression of the hospital overall.

Sloppy is the word that stands out - why did you open late? Why don't you have notes ready? I am self-employed and have wasted about 5 hours over the last couple of months.

So frustrating for me and the many other people who spend hours waiting round.

I'd really welcome your comments about what you are doing about this. I have another appointment booked in a couple of weeks and am hoping it won't be the shambles it was the last two times


Tony Moorcroft

Story from NHS Choices

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Response from Ipswich Hospital

We are very sorry to hear about your poor experience.

Your comments have been passed on as a matter of urgency to the manager for Opthalmology who will look into your concerns and work with the team to prevent other patient experiencing similar problems. We will also contact you directly to apologise for the delays and the wasted journey we caused you.

The team at Ipswich Hospital

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